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ClickSoftware have recently announced that Wärtsilä, a global player in complete lifecycle power solutions operating in both the energy and marine industries have opted to implement ClickSoftware’s flexible scheduling solution ClickWorkforce, which is available through the Salesforce AppExchange.

The implementation which is across a number of international territories promises to give Wärtsilä full transparency across their whole field services business, providing easier management and planning of its resources by consideribly increasing visibility.

Commenting on the implementation Dr. Moshe BenBassat, founder and CEO of ClickSoftware. “As the pace of business accelerates, more businesses are moving to the cloud to gain agility and meet fluctuating demand. ClickSoftware is proud to work with Wärtsilä to help them to manage an increasingly global and disparate business,”

Increasing productivity

“The depth and breadth of ClickWorkforce functionality means ClickSoftware provides a solution that grows with demand and scope of business to address the need of global enterprises.”

Wärtsilä  field service director Guido Barbazza added “For the Planning Board, cloud-based capabilities allow us to know where our staff and assets are at any one time, and then orchestrate them effectively,”

“This will help us guarantee the best assignment of skilled resources to jobs, enabling us to reduce administration work, improve processes and bolster time management benefits. We foresee that this will have a positive impact on our customer’s experience, bottom line, and boost job satisfaction among our employees.”

Wärtsilä, who support their customers throughout the lifecycle of their marine installations, power generation solutions and oil & gas systems, will deploy ClickWorkforce across all 70 countries that they operates in to manage and synchronise field services skills and resources availability.

A key element of Wärtsilä’s global field services integrated solutions, which include systems for professional skills management and workshops activities, is the resource scheduling.

By implementing intelligent field services management software, the company will now have access to real-time global field services skill availability, allowing for more optimised scheduling, improved asset resourcing and better capacity management.

The new system will increase the capability to draw in wider resources onto different projects from around the world. 

The power of connectivity

One of the major benefits Wärtsilä will see from the new implementation is that each of their field services unit will gain a clearer view of all ongoing activities and projects, enabling better sharing of resources including field engineers and specialised equipment.

ClickWorkforce enables companies to chat live and in context with their mobile workforce, and respond immediately to real-time activities in the field, all within the Salesforce1 Platform.

In just one click, companies have the ability to access a single view of the entire field services operation, give customers (internal and external) field services in real-time, chat with engineers and sales reps and managers to find the best solutions
, schedule engineers instantly based on location, skill and cost
and offer narrow, reliable appointment windows

 

 

Based on its recent analysis of the mobile workforce management market, Frost & Sullivan have recognised Xora, a ClickSoftware Company with the 2014 North American Frost & Sullivan Award for Customer Value Leadership.

The award highlights Xora's superior focus on enhancing the value customers receive, beyond good service, leading to improved customer retention and, ultimately, market share expansion.

Four key factors contributed to Xora’s leadership in providing customer value:

• a best-in-class customer support program during and after solution deployment
• an affordable, cloud-based delivery model
• the forging of strong partnerships with wireless carriers
• an expanded definition of the solution’s use and value in today’s marketplace

Xora StreetSmart, a suite of configurable mobile apps that turn any mobile phone or tablet into a powerful productivity tool, is designed to appeal to a wide range of businesses and public-sector agencies.

The application is highly configurable through an intuitive, easy-to-use interface and is continually evolving with new feature releases. Cloud-based SaaS deployment minimizes IT requirements. The solution also allows customers to easily scale their implementation, leveraging new features as their needs evolve. This ultimately creates high-value delivery for each Xora customer and rapid ROI.

As a part of its promise to provide best-in-class service, Xora delivers live training to educate users on solution capabilities, ranging from help creating wireless forms to configuring mobile jobs and defining mobile business workflows to better realise the customer’s end goals. Xora also invests time and energy to understand business needs of its customers, which results in clear ROI expectations for the customer and greater use of Xora’s capabilities, ultimately leading to better service for end consumers.

With the merging of ClickSoftware and Xora, customers will receive increased benefits from the ability to expand their functionality as their business and mobile workforce needs grow. The merging of the two organisations will enable Xora to leverage ClickSoftware’s global sales operations, while providing ClickSoftware additional distribution channels through leading wireless carriers.

Xora is both a visionary and evangelist when it comes to the business potential of mobile workforce management solutions. The company has spent the past two years working to expand the industry’s view of the value and capabilities that MWM solutions can deliver—well beyond just understanding employee locations to transforming mobile business processes in the field.

“By merging Xora and ClickSoftware, we expanded our product offerings to service companies of all sizes, from 5 to 50,000 mobile workers. We are proud to deliver services that enable them to provide an exceptional customer experience, while also providing the tools to achieve outstanding operational performance and grow their businesses,” said Dr. Moshe Ben Bassat, founder and CEO of ClickSoftware.

“The combination of Xora and ClickSoftware will enable companies to pick the deployment model that suits their needs—whether it’s an out-of-the-box cloud deployment for an SMB or enterprise solution to meet more complex business needs.” he continued.

“Xora knows the SMB sector—its needs, its fears, its pain points,” said Jeanine Sterling, principal analyst, Frost & Sullivan. “As a result, it understands how to create real value for small and mid-sized businesses, focusing not just on affordability, but also on two other make-or-break factors with these customers—ease of implementation and ease of use. We’re very pleased to recognise Xora, a ClickSoftware Company, with this Customer Value Leadership Award.”

Frost & Sullivan Best Practices Awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.

Background: Exel Computer Systems

The developing service industry requires improved quality through constant adaption.

Exel Computer Systems has brought increasingly sophisticated technology into the Service Management arena providing Software and expertise. There is no doubt that with skilled support, this technology will drive significant innovation into thought-leading organisations such as Triton Showers, who are prepared to open their minds to new ways of working and effectively use technological innovation. More than ten years ago Triton Showers realised that to be successful as a service-led business they had to be more agile and ready to adapt to the rapidly changing industry environment they faced.

To derive significant success from technological developments requires more than good luck, and unless companies are prepared to invest sufficient money, time and energy into getting it right, success will not follow. Most importantly the need to invest in the right staff, with the right training, equipment and business tools. But just as important is the need to join forces with a supplier who has made significant investment in developing leading-edge Service Software and can show innovation in the solution. Providing such an excellent product to a skilled workforce can bring to the industry leading edge skills, cost effective and excellent delivery, and set standards in the Industry.

Background: Triton Showers

Triton Showers has been producing high quality products since its inception in 1975, and is now one of the largest and best known in the field in the UK. In that time the company has invested in technological solutions and unwaveringly on recruiting high calibre staff to provide their customers with the best customer service possible. In addition to their success in future-proofing the technological aspects of their software solution by working closely with their software supplier and partner, they have been able to take advantage of the growing familiarity and acceptance of the technology by all their staff across  the business, to help their staff understand the needs and skills required of their new roles.

Like many other businesses over this time, Triton Showers has had to cope with a number of key changes including a shift from client-based solutions to browser-based, and from hardware-specific solutions into platform and product-independent solutions. Exel Computer Systems has incorporated all of these into their Eagle Field Service solution, taking in their stride the acceleration of technological development, the rapid and significant convergence of 'Mobile Communications', 'Browser-based software' and 'The Cloud' to keep abreast of technology, devices and software solutions across their customer's business. Triton Showers has grasped the opportunity to work with a very modern leading-edge supplier, critical in this complex environment to ensure the quality of the solution and the speed of implementation.

Preparing for the Journey

The service industry has developed markedly over the last 10 years, and Triton Showers has been at the forefront of this development; introducing a sophisticated call-centre supported by the latest scheduling and despatching software, as well as a comprehensive financial package. In the last three years, investing in developing and securing a powerful solution provided and supported by their highly skilled partner Exel, they have significantly updated their software solution onto one of the most modern platforms.

Most recently, Triton Showers have invested in mobile CRM and customer self-help mechanisms, as it has become obvious that the customer wants to use this form of communication. The key customer requirements across the industry are:

• immediate response time
• 24x7 access to self help to resolve issues themselves
• access to an engineer on line or in a forum or chat room

What has been Key to Triton Shower's success?

Working closely with Exel has provided them with a partner that has not only supplied the required Software to take the business into the future, but helped them to identify the most important profit levers within their business:

• Move from  cost-cutting to technology-driven process improvement and focus on customers
• Recognise that culture change within the organisation and across society is having more impact than specific technology devices, as the devices become more readily assimilated into the day-to-day environment
• Staff understanding the changes they have to make in their role as a result of the latest software and hardware solution
• Helping their staff at all levels to work differently, to deal with the local environment within the changing big picture.

The Challenge

Introducing a new software solution and associated hardware requires process change, so from the start there was a requirement that support staff understand the changes necessary in their role. The staff needed to accept that processes would be different and it was beneficial to get the processes stable and tested as soon as possible within the new solution:  They would have to see the big picture of the business process as well as demonstrate a local understanding.

Triton Showers has also recognised that the consumer market in which they work has changed its attitude towards the sovereignty of the customer, and that a significant shift of mind-set within the customer requires Triton Showers to work very differently, at all levels, to maintain control.

Historically, the quality of service was delivered contractually through service level agreements, ensuring the supplier would deliver within certain parameters. The agreement would be with the individual customer and not normally visible to anyone else, with the advent of Facebook, Linked-in and Twitter this situation has changed completely, and producing a very confused picture engendering significant potential for mis-communication, putting considerable pressure onto the supplier.  Included with this is the ability for the customer to broadcast their opinion of the service they have received.

The supplier has to have much better access to the customer experience through varied and reliable sources of information, including mobile CRM, so that data can be automatically collected by the hardware and software carried by the engineer, freeing the engineer to focus on fixing the customer, confident that all the data is captured correctly.  The engineer has to be trained and given the responsibility to gather customer information, through effective listening and good questioning. The engineer cannot allocate any more time to the customer, so information gathering has to be done during the fix (including up-grading customer value, providing new value and understanding issues facing the customer, their changing needs and if possible consulting on the customer’s processes to better serve them next time).

Supplier support and added value

Working closely and confidently with their software supplier, Triton Showers were able to significantly develop their customer interaction process to facilitate the capture of required information, to build up a picture of the customer in order to better respond to their needs and reduce the cost of provision while improving the quality.  In addition Eagle Field Service provided effective future-proofing to:

• Accommodate changes in technology, particularly the impact of mobile connectivity
• Deal with the growing impact of Social Media in the Business to Consumer (B2C) environment
• Ensure that Triton Showers work-force were  more comfortable with the modern platform format that Eagle could provide, in particular delivering a mobile CRM capability
• Develop the solution with Exel to provide an on-going, workable and stable solution

Conclusion

Service Manager, Graham Neve, has found working with the Exel team has considerably broadened the business calibre of his service team.  Working with Exel helped the staff at all levels in the business to understand the changes required in their role as a result of the solution, improving the way they communicate with the customer.

He believes Triton Showers are in a much stronger position thanks to their implementation of Eagle Field Service and the support received from Exel.

Find out more about Exel Computer Systems including videos, white papers and news in the Field Service News directory here

Contact information:

Key Contact: Ms. Christine Murphy
Phone: 01494 428991
Email: christine.murphy@ifsworld.com
Web: www.ifsworld.com

Services Provided from IFS:

• Software for Field Service & Asset Management
• Optimised Workforce Scheduling
• Mobile Workforce Management</li>
• Service Contract Management
• Field Service & Asset Management

All about IFS:

IFS Enterprise Service Management –software solutions for service and asset management, real-time scheduling and mobile workforce management.

IFS develops, implements and supports unique workforce and planning software, built to respond immediately in real-time to real-world events, giving the insight you need to drive service delivery improvements.

IFS is a leading global enterprise software vendor to industries where asset management, manufacturing, field service management, supply chain management, or project management are core disciplines.

More than 2,100 companies in over 60 countries rely on IFS Applications™, a component-based suite for product & asset lifecycle management that can be configured for ERP, EAM, project-based ERP, field service management, or a combination of all four. IFS Applications has been evolving to meet changing customer needs since 1983 and is configured for agility, usability and low total cost of ownership in its targeted industries. IFS employs 2,800 worldwide.

Latest video from IFS:

Latest Resources from IFS:

White Paper: The business benefits of enterprise mobile solutions

The most significant moments in business begin with the arrival of an idea. An idea that is so profound and far-reaching that nothing will ever be the same again.The idea in question is mobility. Martin Gunnarsson, Director of research and strategy IFS discusses the benefits of enterprise mobile solutions in detail. Click here for instant access (no registration required) 

 

 

Three strategies for field service resource scheduling software

IFS explore how companies implementing enterprise technology to optimise field service scheduling and management have a wide range of options, with a variety of software available to help manage the route and schedule of field service technicians and others that need to be dispatched to remote sites in order to carry out their work. Click here for instant access (no registration required) 

Contact information:

Phone: US:1800 986 4210 / UK: 0800 520 0458
Email: sales@geopal-solutions.com
Web: www.geopalsolutions.com

 

Products and services from GeoPal:

 

• SaaS / Web Management System
• Mobile App – Android (mobile phones and tablets) and iPhone
• Customisable Mobile Forms / Mobile Data Capture
• Scheduling and Dispatch
• Workforce Optimisation
• GPS Location Tracking
• Route Replay
• Mapping and GIS
• API Integration
• Asset Management
• Lone Worker Protection
• Portals
• Reporting

 

About GeoPal:

GeoPal is a cloud service and mobile app for companies that need to manage a field based workforce.

GeoPal is used across industries including field service, facilities management, home healthcare, engineering & surveying, transport & logistics, and the public sector.

While these industries are diverse, they have a common set of needs:

• See the real-time location of field workers and the jobs they are working on,
• Increase field worker productivity
• Eliminate paperwork and collect information from the field
• Provide proof of delivery for work done or services provided.

 

With better visibility of worker locations, scheduling of jobs is more efficient, and because information captured in the field is sent instantly and securely to the office without the need for data re-entry later, workers can complete more jobs per day.

Businesses no longer suffer from lost or delayed paperwork, and the improved efficiency of data transfer means invoices can be issued faster, increasing cash flow.

GeoPal’s customisable mobile forms can capture customer signatures, photos, barcodes or RFID scans, and a variety of data formats and transmit the information instantly to the office. The office administrator can view worker, asset and customer locations on the map, schedule and dispatch job information to worker’s mobile phones, and configure assets, reports, and lone worker protection settings.

This gives better visibility and control of business operations, improves productivity and accuracy of work completed in the field, and enables increased cash flow by issuing invoices and customer reports faster.

If you have existing internal systems, into which you are re-entering data from spreadsheets or paper forms, GeoPal can be used as a complementary mobility solution. Our powerful and flexible APIs let you connect GeoPal to existing systems (HR, CRM, Finance), ensuring the secure transfer of information between field and office to add mobility and improve reporting for your business.

GeoPal is used by customers in USA, Ireland, UK, Middle East and Africa. Customers on average see a 20% improvement in productivity and up to 50% reduction in administration costs by using GeoPal mobility solutions.

Visit www.geopalsolutions.com for a free trial, to see the difference GeoPal can make to your business.

 

Latest Video from GeoPal: 

GeoPal Solutions for Field Service

 

Geopal company overview:

 

Resources from GeoPal:

Case Study: Telecommunications

GeoPal mobility solution improves visibility and location tracking while reducing costs for businesses providing field services to the Telecommunications Sector. Click here to read more (instant access, no registration required) 

 

 

 

 

 

Contact information: 

Key Contact: Jo Wakeling, EMEA Field Marketing Manager
Phone: +44 (0) 1628 607 000
Web: www.clicksoftware.com
Email: info@clicksoftware.com

 

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Services Provided by ClickSoftware:

• Mobile Workforce Management
• Enterprise Mobility
• Optimised Scheduling
• Shift Planning
• Demand Forecasting
• Capacity Planning
• Enterprise App Store
• Cloud offerings
• SMB packaged solution

 

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About ClickSoftware:

ClickSoftware is defining field service engagement, empowering the world's most customer-centric and demanding organisations to optimise the full potential of every service interaction.

With ClickSoftware, field service becomes the new competitive lever to drive differentiation and business value. The Click Field Service Edge Platform arms field service leaders with the smartest technologies, a limitless technology-forward platform, and the knowledge gained from a global community of best practices.

Exclusively focused on field service since creating the market, ClickSoftware has managed billions of service engagements and is relied upon by nearly a million field service professionals every day.

The company is the recognised market and technology leader by analyst firms including Gartner, IDC and Frost & Sullivan. And, Click is the field service solution of choice for Salesforce, SAP and top systems integrators. More than 350 global enterprises across 20+ industries tap into ClickSoftware for the world's smartest thinking in field service. ClickSoftware. The field service leader.

 

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Latest video from ClickSoftware

 

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Latest News & Features from ClickSoftware:

 

ClickSoftware announce launch of Artificial Intelligence based field service tool

ClickSoftware, a leading provider of field service management solutions for the enterprise, today introduced Click Field Service Edge, a new cloud-based, mobile workforce management platform designed to meet the needs of the largest and most demanding field service providers. Read more here...

 

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Time to start banging the drum

ClickSoftware have for a long time been seen as a key leader amongst field service solution providers. But the sector has gone through rapid evolution within the last few years with technology moving forward whilst the market becomes ever more competitive. Read more here...

 

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Want to know more? Click here for a full list of news and features from ClickSoftware 

 

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Contact information: 

Key Contact: Tina Ladd
Phone: 01926 623 500
Web: mplsystems.co.uk
Email: info@mplsystems.co.uk

 

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Services Provided:

• Field Service Management Software
• CRM & Service Management
• Contact Centre Software
• Self-Service Technology
• Parts & Stock Management
• Mobile Workforce Apps
• Service Desk Software
• Scheduling & Workforce Optimisation
• Mobile Field Sales
• Business Intelligence & Analytics

 

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About IFS-mplsystems:

IFS-mplsystems develop and deliver field service management and customer engagement software for businesses around the world who manage service-focused operations. The industry expertise of our people and solutions, together with a commitment to our customers, has made us a recognised leader and the most recommended supplier in our sector.

From real-time dynamic scheduling, advanced service and contract management, to parts and returns and repair, IFS-mplsystems can manage your complete end to end service life-cycle. With Customer Engagement a priority for service organisations, IFS-mplsystems’ pioneering Omni-Channel Contact Centre and AI enabled Self-Service options can help transform not only the efficiency of your operations but also customer satisfaction, upsell and customer loyalty.

 

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Latest video from IFS-mplsystems:

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Latest Resources from IFS-mplsystems:

7 Key Steps to Achieving Customer Service Excellence in the Service Industry

This paper will analyse what factors influence customer perception of the quality of service delivered, how we measure it and ways service business can improve customer service excellence in the service industry...  click here to view the white paper

 

 

 

 

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Evaluation of the top three customer self-service technologies for field service

This white paper will explore the transitioning role of the customer in field service and how the proliferation of smartphone devices has created a demand for self-service technology in both B2B and B2C markets... click here to view the white paper

 

 

 

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For more white papers from mplsystems visit mplsystems.com/resources

 

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Latest News & Features from IFS-mplsystems

Contact information:

Key contact: Paul George
Phone: 0845 230 9787
Email: info@ontaap.com
Web: www.ontaap.com

Services provided:

• Mobile Workforce Software Applications
• Windows 8.1 software apps
• Secure Web Portals
• Job Management Software
• Data Capture Software
• Mobile Devices – tablets, smartphones, PDAs

All about Taap: 

TAAP is a mobile software application provider for devices such as tablets, smartphones, and PDAs. Our software is designed for organisations that need to mobilise their workforces and streamline everyday processes. Applications can be simple or complex depending on client requirements, and more than one application from TAAP can be used on the same device.

Clients have benefitted from our software by saving operational costs, improving compliance, and increasing productivity, whilst at the same time reducing unnecessary administration and eliminating paper forms.

Applications range from inspections and audits through to vehicle movements, repairs & maintenance, deliveries, data capture at events/promotions, fundraising, and vehicle daily checks. TAAP provides standard applications which can be downloaded and used immediately, as well as customised applications which are configured from a pre-built platform and then tailored to customer requirements.

Our software runs on multiple operating systems – Windows 8.1, Windows 8, Windows Mobile, Android, and iOS.

TAAP has strategic partnerships with a number of hardware and airtime suppliers so we can provide organisations with a complete package, enabling mobile working to be both cost effective and straightforward to implement.

We can provide two options for your organisation if you are looking to mobilise your workforce or improve upon a system which no longer suits your needs. A completely stand-alone system where your data is created and saved in a secure web portal provided by TAAP, and information is sent to and from your mobile devices; or we can integrate a mobile system with your existing databases.

Our clients range from small and medium sized businesses through to large enterprises, such as RAC, DHL, the NHS, Intertek, Amey, and Fiat.

Depending on your requirement, we can add features to your applications which enhance the capabilities. These include location based services such as TAAP’s own Vehicle On Route and Current Location products which help to inform customers and employers of the locations of their operators, thus improving customer service; sat-nav software; address look-up and bank checker – either available on or offline; HPI look-up for vehicles; and remote device management software for problem solving and lock-down on the move.
 

Contact information:

Phone: 0141 352 2280
Email: sales@pulsion.co.uk
Web: www.pulsion.co.uk

Services provided:

• mobile workforce management
• field service software solutions
• form designer
• mobile data capture
• asset management
• task scheduling
• resource planning
• issue management
• data dashboards
• client portal

Company bio: 

Pulsion Technology partners with its clients to mobilise their workforce and transform business operations. Pulsion’s field service management software, Konformance, connects you with your field workforce, giving you complete visability of the service delivery operation while driving efficiency and profitability.

Pulsion understands that every business is different and do not believe in a “one size fits all” approach. The team take the time to understand your needs and your business strategy, tailoring a field service management solution based on your objectives.

Key features of Konformance software include:

• Forms Designer: Throw away your old paper forms or documents and design mobile forms which can be sent to your mobile field workers to complete tasks. Photographs and signatures can be recorded as well as complex information such as non-conformance issues, faults and recommendations.
• Mobile Data Capture: Record data on a mobile form which can be transformed into a professional report instantly. Produce detailed and consistent word documents without the need to type detailed information.
• Asset Management:Track and manage an organisations assets quickly and easily on a mobile device using Konformance. By creating an asset register and assigning each asset with a unique asset number, field workers can easily identify an asset, record data relating to that asset and monitor its performance.
• Task Scheduling:Allocate jobs completely electronically and more efficiently, minimising the risk of scheduled tasks being missed or overdue.
• Resource Planning:View each workers schedule and utilisation rate in a diary format over a specific period of time, giving you an accurate view of staff availability and the ability to re-allocate resources quickly and easily. Instantly highlight any out-of-specification measurements or issues with the assets you are working with.
• Data Dashboards:Easily display and share important measurements, key performance indicators and non-conformance issues amongst the relevant stakeholders.
• Client Portal:Set tiered, client-by-client permissions levels so you can control what information a user can access. Clients can download job reports as soon as they are completed and view both current and historic non-compliance issues.

Latest video: 

 

Konformance: Dashboards

Konformance: How to change asset maintenance dates

 

Konformance: Skills Management

 

Konformance: Job List

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